Yesterday I attended the Midwest Compliance Symposium, a
training conference for creditors, hosted by Delta Outsource Group and CBE
Companies. One of the sessions featured a “fireside chat” (sans the fire) with
John Bedard and Sergei Lemberg, of Lemberg Law, a consumer attorney. Here’s what was said, expressed in excerpts
(not 100% verbatim), in a Q and A format.

Bedard: How do you find your clients?

Lemberg: I spend
approximately $50,000 per month on online advertising to buy keywords
(including terms such as debt attorney and harassing phone call).

Bedard: Do you advertise using the names of debt collectors?

Lemberg: I used
to, but I stopped buying pay-per-click ads using names of debt collectors a few
years ago. I just didn’t like the vibe of it. I still also use videos, and we
have an app, though it’s less successful than I had hoped – we still have about
25,000 members.

Bedard: Do you actually talk with the clients you represent?

Lemberg: Yes,
several humans talk with the consumers we represent. We have a multi-step
process that includes 1) intake with a paralegal, 2) online sign up, 3) talk
with an intake supervisor, 4) talk with a litigation paralegal, 5) speak with
an attorney (or maybe just communicate by email, if I don’t need further
clarity – but I give my attorneys leeway to make their own decisions about
this).

We also ask for screenshots or a voicemail recording of
calls, as well as certainty about revocation, if that is involved.

Bedard: How many of your cases end up in law suits, and can you tell us
about how you proceed?

Lemberg: We send
demand letters first. About 25% end up in law suits.

Some simply ignore the letters.

Sometimes there is a disagreement – a consumer says x
happened; defendant says y happened. Those cases will get filed as long as the
plaintiff is believable.

Sometimes the company won’t share call recordings; sometimes
they do. If the evidence rebuts our client’s claim, the case is dropped. If the
evidence rebuts the claim, but we notice another actionable claim, we will send
a new demand based on that claim.

People come to us because they are pissed or don’t know
where to turn. That’s about 95%. Some are “case fishers”… you can tell who
those are. I don’t want those cases.

Bedard: How many
demands/law suits do you file?

Lemberg: We file
about 250 pre-suit demands per month, and about 50-60 lawsuits per month. About
65% of the time cases are settled.

Bedard: How do you determine what amount to demand?

Lemberg: No
defendant will settle a case for 100 cents on the dollar. So we try to find a
middle ground that’s reasonable and appropriate but doesn’t make defendants
want to run to court.

Bedard: How do you charge your clients?

Lemberg: We don’t
earn anything unless we win. We eat what we kill.

Bedard: What happens to your expenses when you lose a case?

Lemberg: We write
off expenses when we don’t win. Clients are not out of pocket – except when
they have been deceptive – then we will bill them.

Bedard: Do you tell people not to pay their debts?

Lemberg: I don’t
get involved in the debt… unless I am hired to represent someone on a debt
collection matter. There are just too many variables.

Bedard: Do you encourage people to complain to the government?

Lemberg: No, we
don’t encourage people to file complaints.

Bedard: Do you have relationships with Attorneys General or other
authorities?

Lemberg: There was
a time when we had a relationship (a brief 6 month stint) with an app called
PrivacyStar. I think they sent complaints directly to the CFPB or FCC. But not
any longer.

Bedard: What effect will proposed rules have on the industry and your
business?

Lemberg: I don’t
know, folks. I’m just sitting here enjoying the here and now. I really don’t
know what will happen.

Bedard: Do you file claims in “grey” areas?

Lemberg: I kind
of like uncertainty because it allows for banks and collectors to do what they
want to do, and it allows us to do what we want to do.

Lemberg: Here’s
an example – yesterday I drove two hours each way to a hearing for a case. It
didn’t go my client’s way and they were very upset. I don’t like the often
thankless, entitled segment. People expect things you can’t always deliver and
they don’t appreciate what you do for them.

Bedard: The CFPB boasts about how much they recover for consumers. How
much have you recovered?

Lemberg: I’m really
not sure… I’m guessing $15 million. I think the CFPB boasting is a bunch of
*&#$. They get hundreds of thousands of complaints. If they gave those to
me, I’d get action and recover money for those people.

Bedard: How do folks beat you?

Lemberg: I think
smart lawyers find opportunities to make a point, but you can’t be aggressive
in all cases. Find the right jurisdiction and the right judge, and make a point
with that judge… because they’ve been before that judge and know what will
appeal to them. It’s not a replicatable strategy, but it’s effective.

Bedard: Have you thought about defending creditors?

Lemberg: Yeah, in
retirement. I like what I do, but I’m not politically attached to it.

Bedard: Is there anyone you won’t sue?

Lemberg: No. I’m
an equal opportunity “suist.” I take particular delight in suing a defendant
where the attorney is clearly trying so hard to make a point, thinking I won’t
ever try to sue them again. Well, I will, and here it is.

Bedard: What advice would you offer to collectors?

Lemberg: Don’t
piss people off. When you’ve reached the wrong person, apologize, stop,
document the call, and make sure you take responsibility for going to your
supervisor and get the number removed from the dialer.